Network Upgrades (Resolved)
  • Priority - Critical
  • Affecting System - Network Upgrades
  • Due to network upgrades and migration of existing equipment to a new facility, some services may be affected for up to 2 hours on Sunday 20th September at 1AM BST. 

    As part of 5wire Networks mission, this migration is part of a plan to ensure our customers receive a great service without the expensive overheads. Our new facility, a Tier 1 data centre located in EC1, ensures our customers receive the awesome service they desire. With improved redundancy, and faster connectivity, 5wire Networks will continue to deliver a high standard experience.

    Dedicated Servers and Colocation customers will be migrated within the next 4 weeks, customers will be notified.

    Services will return to normal functionality after this time.

    Best Regards,
    5wire Networks Ltd

  • Date - 20/09/2015 01:00 - 16/10/2015 09:12
  • Last Updated - 16/09/2015 13:03
MySQL Database Creation & Modification (Resolved)
  • Priority - Critical
  • Affecting System - MySQL Server
  • cPanel users are experiencing the error "cpmysqladmin has occured an unknown error" when trying to create, amend or delete databases and users. MySQL services are not affected however at this time no databases can be created or deleted.


    We are investigating the issue and completing the necessary work with minimum disruption to resume normal functionality. 

    Update: The issue has been found and is now being resolved.
    Update2: MyISAM tables have been disrupted during update requiring manual auto-repair by MySQL, this is currently in progress.

  • Date - 28/05/2013 13:04 - 28/05/2013 17:17
  • Last Updated - 28/05/2013 13:59
Network Driver Issue & Updates (Resolved)
  • Priority - Medium
  • Affecting System - MySQL Server
  • A common driver fault found with the Realtek ethernet socket we use on our MySQL server was the cause of 2 hours unavailability last night. We have diagnosed the fault and will be taking relevant actions over the next 24 hours to resolve the issue.


    A reboot is required in order to implement the driver, expected reboot is to take place at 7-9AM on Saturday 19th May and will be unavailable for approximately 5 minutes.

    UPDATE: 17/05/2013 - 6:30PM GMT, status downgrade MEDIUM.

    The above issue was resolved on 17th May 2013 as urgent downtime was required due to the port crashing simultaneously, we are continuing upgrade work throughout the day but expect no service interruption.

  • Date - 18/05/2013 08:00 - 28/05/2013 13:04
  • Last Updated - 18/05/2013 08:33
Network Connectivity Issue (Resolved)
  • Priority - Critical
  • Affecting System - HTTP & Mail Services
  • An outage today at 12:27PM - 12:52PM has been diagnosed as a driver issue with our ethernet socket. We have temporarily resolved the issue but maintenance is required to fix the driver.


    We have a work around to prevent issue from occurring and are scheduling maintenance work to take place at 2300 GMT, minimum disruption is expected with a possible reboot required leading to potentially ~15mins of downtime.

  • Date - 01/05/2013 12:58 - 10/05/2013 12:16
  • Last Updated - 01/05/2013 13:02
Scheduled Network Maintenance - 20th April (Resolved)
  • Priority - High
  • Affecting Other - Network
  • We've been informed by our main datcentre provider that they will be performing network maintenance on Saturday 20th April between 22:00 and 02:00 BST:

    Description of Work: Network engineers will upgrade the switch fabric providing network connectivity to the dedicated server, cloud platform and colocation services pod. Though the upgrade is expected to be non-service impacting, during this operation there may be brief periods of packet loss and latency. If downtime is required total time should not exceed 15 minutes.  However, due to the complexity of the work downtime may be longer. Network engineers closely monitor the work and will do everything possible to minimize interruptions.

    Services Affected: Dedicated servers, cloud platforms and colocation services connected to the switch fabric.

    Impact: Brief periods of interruption and latency not exceeding 15 minutes of total downtime during the entire maintenance window

    While we connect via diverse paths to the internet through their infrastructure with multiple providers, there is a slight risk of service interruption during this period.

    If you have any questions please don't hesitate to get in contact.

    Kind Regards,
    James Ensor

  • Date - 20/04/2013 22:04 - 21/04/2013 09:20
  • Last Updated - 16/04/2013 16:05
Network Attack 23:20 10th April 2013 (Resolved)
  • Priority - Critical
  • A network attack emerged from a compromised account on our main web service this evening sending out over 1.2Gbit of data causing inaccessibility to our services. We are removed the compromised account and normal services continue to operate.




    Throughout the period MySQL, Dedicated and Virtual Private Servers were unaffected however due to the vast amount of data being sent from our main web server, resumption of service at 23:40 sparked unavailability to the MySQL server as Brute Force software detected the attack and blacklisted the web server IP. Recognising this, and knowing that we had finalised and killed the attack, we flushed the MySQL server and allowed access to our web server again continuing normal service at 23:44

    We apologise for any inconvenience throughout this period, if you have any queries please contact Support@5wire.co.uk

  • Date - 10/04/2013 22:47 - 10/04/2013 23:59
  • Last Updated - 10/04/2013 22:52
HTTP & Mail Server Updates (Resolved)
  • Priority - High
  • Affecting System - 93.189.4.34
  • We will be carrying out routine server maintenance between 12:05 - 1:00AM on 7th April, services are expected be unavailable for a maximum of 10 minutes due to reboots - Our backup system will therefore run at a later time.


    Update

    Several updates took longer than anticipated last night thus low/medium priority updates to tonight, downtime is expected for a shorter duration but within the same time frame. 

  • Date - 07/04/2013 23:59 - 21/04/2013 09:20
  • Last Updated - 07/04/2013 15:29
Roundcube Database Error (Resolved)
  • Priority - Critical
  • Affecting Server - Web Hosting
  • Roundcube database connection error was logged on 1st April 2013 by several users.


    Update
    Roundcube database connection has now been resolved - 2/04/2013 9:44

  • Date - 01/04/2013 08:43 - 02/04/2013 08:48
  • Last Updated - 02/04/2013 09:02
Software Updates (Resolved)
  • Priority - Medium
  • Affecting Server - Web Hosting
  • Software updates are expected to take place between 23:00 - 00:00. Full details will be published prior to the update, services are not expected to be disrupted. 

  • Date - 31/03/2013 23:00 - 02/04/2013 08:43
  • Last Updated - 31/03/2013 15:47
Horde Webmail Fix (Resolved)
  • Priority - Medium
  • Affecting Other - Web Hosting / Reseller Services
  • We are investigating further occurring issues with Horde reported on 19/03/2013 by customers, please note Roundcube & SquirrelMail are functioning.


    Update 9:49am - 20/03/2013
    The issue has been found and maintenance work to fix the issue is expected to take place on 20/03/2013 between 13:00 - 17:00 GMT.

    Update 31/03/2013
    The issue previously found has been resolved but some customers are facing further problems, this time has been dedicated to resolving these issues.

  • Date - 31/03/2013 20:12 - 02/04/2013 08:43
  • Last Updated - 31/03/2013 15:45
PHP Update to 5.3.23 (Resolved)
  • Priority - Medium
  • Affecting Server - Web Hosting
  • PHP has been updated to 5.3.23 as 5.3.22 is end of life.

  • Date - 20/03/2013 14:32 - 20/03/2013 15:00
  • Last Updated - 20/03/2013 14:33
Horde & Roundcube Unavailable (Resolved)
  • Priority - High
  • Affecting Server - Web Hosting
  • We are aware of current Horde & Roundcube unavailability and are working to resolve.

    UPDATE

    We have restored and resumed service of Roundcube, for the time being Horde has been taken offline and will be resolved on Monday 18th March.

  • Date - 17/03/2013 12:30 - 20/03/2013 09:12
  • Last Updated - 17/03/2013 22:39
Roundcube Error [800] (Resolved)
  • Priority - Medium
  • Affecting System - Roundcube
  • Roundcube is currently showing "SERVICE UNAVAILABLE ERROR 800".

    We are investigating the issue caused by IMAP and SMTP connectivity issues, please use alternative email clients.

  • Date - 04/03/2013 00:19 - 12/03/2013 14:33
  • Last Updated - 04/03/2013 00:20
Horde Unavailability (Resolved)
  • Priority - High
  • Affecting Other - Horde
  • Horde connectivity has been restored.

  • Date - 04/03/2013 00:18 - 04/03/2013 00:18
  • Last Updated - 04/03/2013 00:19
MySQL Transfer (Resolved)
  • Priority - Critical
  • Affecting Server - Web Hosting
  • We are moving our MySQL operations to a new server in order to free resources from other hardware within the network. Due to large amounts of data this process may lead to slower loading times and a short duration of downtime to configure remote hosting.

    Update - 25th February

    Due to a problem mapping phpMyAdmin with users on the remote server we have reverted back to our original setup temporarily. Please ensure your hosts are updated to "mysql.5wire.co.uk" or "mysql.5wire.info"

    Update - 26th Feb 3:00

    We are aware of an issue following our MySQL move last night whereby users are unable to see their databases & database users under the "MySQL" tab on cPanel. No data has been lost and MySQL service continue to function. We believe this to be a bug with the cPanel Remote SQL Migration Tool and have created a ticket with cPanel to help resolve the issue.

    MySQL services are running OK, and phpMyAdmin is working correctly to allow full database flexibility and management.

    Cannot connect to database error

    If you, or one of your sites are having problems connecting to the database please ensure that "localhost" in your configuration file has been changed tomysql.5wire.co.uk ormysql.5wire.info - this will allow your site to remain online whilst we proceed with any further work required - Please note this is now the new location of our database service and mapping, so without these hostnames your website(s) will cease to function.

    How do I create databases whilst MySQL is unavailable on cPanel?

    At this moment in time we would prefer you didn't create any databases whilst cPanel Technical Team work to resolve the issue, however if you are prepared to backup your database throughout the perios then this is not a problem. Using the phpMyAdmin tab within cPanel, you have full flexibility to create, edit and delete databases as well as create, edit and manage users assigned to databases.

  • Date - 24/02/2013 02:10 - 04/03/2013 00:19
  • Last Updated - 26/02/2013 08:52
MySQL not showing users/databases in cPanel (Resolved)
  • Priority - Critical
  • Affecting Server - Web Hosting
  • We are aware of an issue following our MySQL move last night whereby users are unable to see their databases & database users under the "MySQL" tab on cPanel. No data has been lost and MySQL service continue to function. We believe this to be a bug with the cPanel Remote SQL Migration Tool and have created a ticket with cPanel to help resolve the issue.

    MySQL services are running OK, and phpMyAdmin is working correctly to allow full database flexibility and management.

    Cannot connect to database error

    If you, or one of your sites are having problems connecting to the database please ensure that "localhost" in your configuration file has been changed to mysql.5wire.co.uk or mysql.5wire.info - this will allow your site to remain online whilst we proceed with any further work required - Please note this is now the new location of our database service and mapping, so without these hostnames your website(s) will cease to function.

    How do I create databases whilst MySQL is unavailable on cPanel?

    At this moment in time we would prefer you didn't create any databases whilst cPanel Technical Team work to resolve the issue, however if you are prepared to backup your database throughout the perios then this is not a problem. Using the phpMyAdmin tab within cPanel, you have full flexibility to create, edit and delete databases as well as create, edit and manage users assigned to databases.

  • Date - 26/02/2013 08:43 - 04/03/2013 00:19
  • Last Updated - 26/02/2013 08:51
MySQL Transfer (Resolved)
Hardware Upgrades (Resolved)
  • Priority - High
  • Affecting Server - Web Hosting
  • We are carrying out routine maintenance to upgrade one of our web servers, upgrades are not suppoes to last the entire duration but will cover a small timeframe during this period.

  • Date - 22/02/2013 23:30 - 23/02/2013 13:04
  • Last Updated - 21/02/2013 23:50

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